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I have been trying to have a phone call with Victoria for weeks now, and she is painfully dodging my email my phone calls, I think. But she is an email person, which is both painful and good, I guess. I haven't had confirmation yet on when the next requirement for any, like, any of the ongoing forms would be. But, generally, it's gonna be somewhere between three and six months. I'm hoping for six, but let's just bank on three just in case. Outside of that, she did email and confirm, and then I went back through and I dug through the PDF or product quote statement in regards to the payment. Oh, no. I don't get me wrong. I was true to begin with because any income protection claims generally offset by income received. But under your policy, because it's sixteen years old, it's different, which is great. And, basically, any it's not offset by your income. So that lump sum that you got at the beginning is like a trauma benefit, so it's payable irrespective of the waiting period, which obviously sees you at your waiting period. That's where we got that 63 ish thousand dollars. And then they've paid, like, that first initial bit, and that's irrespective of you receiving an income. So you can spend that money, my love. That's, again, what it comes down to. It's so Yes. Yes. That's where the that is form of the patient. The form of the first two months, which also serves out the waiting period as well. So where you normally wouldn't have received any benefit during a waiting period, that trauma benefit pays out your wait period portion. I'll I'll double check the date to make sure that I'm right. But, basically, you've because of the lump sum, you've been paid for every month. Yeah. No. Absolutely. No. I've I had a look over the week. I'd have to have another look back at my notes that are now buried because I've been doing a few things on your file to be able to reconfirm the date. But but yeah. But but, basically, because of that lump sum, you've been paid for every month. So if you oh, that's so sad. Sometimes sometimes you just have to slow down and do something. So much has happened. Yeah. I know. But you're up your income came back when they finished the assessment at, like, 31,000 and change per month as income when they broke it all down. So, obviously, it's well and truly above, which is what I was pushing for. I was like, guys, like, honestly, you can see that it's above, but it's because the policy is so it's not really that old, but it is old, and they've gone through so many different changes. It takes them a little bit longer to old policy gets for them to assess things. So it had to go to, like they they have, like, CMOs and CFOs, so underwriting. So CMO is is a chief medical officer, which is the one who basically specializes in the medical field. And then there's, like, the CFO in underwriting, which is, like, a financial officer that that deals with the financial. And, basically, they get all the like, your case manager, Victoria, gets all the documents, breaks it all down, it goes through to the CFO, and they start making sure that basically under the policy, the income matches up with what they're allowed to pay and that it's not anything else. They're a pain. And because you have all of the wonderful income losses, it's a little bit different. Yes. The payment confirmation. Yeah. Yep. Yes. And I've sent an email. Yeah. I sent through an email Caden did. Sent through an email to Victoria to ask them, hey. What is there a like, is there not a premium freeze under this policy for ongoing income protection? Massive big question mark. He said that through, like, the day you sent the email at the beginning of the week. Still waiting to get back to Victor. Like, it seems like there's a week delay between emailing her, which is the biggest pain. Because I just wanna hit all the questions, and then sometimes she comes back to me without answering all the questions that I've sent out to her in an email. And yeah. Hey. We're not charging the premium ongoing, and then they did, which is where my confusion was. And then I was like, are you sure that they did definitely do the premium? It's not just one of the other policies, and then Kate had a look. And he's like, no. It's definitely the whole of the premium for both the income protection and I was like, okay. Obviously, you've got the kids as well, but you have to keep paying the kids. They're a little portion of the policy. Oh, yes. Yeah. Kid. He aced down. So yeah. So we were we questioned it as well. So I'm waiting to hear back on both of the outstanding request. One is, hey. When's the next medical due? So that way I can give you the heads up. So that way you can plan any of your ongoing doctor's appointments around when it's gonna be due rather than having to do ad hoc, hey, doc. I need to see you. I'd rather make sure that we can kind of reschedule them a little bit, not to, you know, screw your timing over type of thing. And then, freedom freeze as well. So just the two things I'm waiting to hear back from Victoria from. I would like to say that I'll hear back from her sometime soon, but piece of string is really my go to statement this week. Yeah. The good thing is is you you'll you'll get your next payment soon ish. So next month, we'll come in and we'll just kinda start going from there. You still there? Janine? Hello? 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Janine Rivers of Ortho Finance. How are you doing, though? Yeah. Good. I'm so glad surgery went well.\n\nThat's so good. I have been trying to have a phone call with Victoria for weeks now, and she is painfully dodging my email my phone calls, I think. But she is an email person, which is both painful and good, I guess. I haven't had confirmation yet on when the next requirement for any, like, any of the ongoing forms would be. But, generally, it's gonna be somewhere between three and six months.\n\nI'm hoping for six, but let's just bank on three just in case. Outside of that, she did email and confirm, and then I went back through and I dug through the PDF or product quote statement in regards to the payment. Oh, no. I don't get me wrong. I was true to begin with because any income protection claims generally offset by income received.\n\nBut under your policy, because it's sixteen years old, it's different, which is great. And, basically, any it's not offset by your income. So that lump sum that you got at the beginning is like a trauma benefit, so it's payable irrespective of the waiting period, which obviously sees you at your waiting period. That's where we got that 63 ish thousand dollars. And then they've paid, like, that first initial bit, and that's irrespective of you receiving an income.\n\nSo you can spend that money, my love. That's, again, what it comes down to. It's so Yes. Yes. That's where the that is form of the patient.\n\nThe form of the first two months, which also serves out the waiting period as well. So where you normally wouldn't have received any benefit during a waiting period, that trauma benefit pays out your wait period portion. I'll I'll double check the date to make sure that I'm right. But, basically, you've because of the lump sum, you've been paid for every month. Yeah.\n\nNo. Absolutely. No. I've I had a look over the week. I'd have to have another look back at my notes that are now buried because I've been doing a few things on your file to be able to reconfirm the date.\n\nBut but yeah. But but, basically, because of that lump sum, you've been paid for every month. So if you oh, that's so sad. Sometimes sometimes you just have to slow down and do something. So much has happened.\n\nYeah. I know. But you're up your income came back when they finished the assessment at, like, 31,000 and change per month as income when they broke it all down. So, obviously, it's well and truly above, which is what I was pushing for. I was like, guys, like, honestly, you can see that it's above, but it's because the policy is so it's not really that old, but it is old, and they've gone through so many different changes.\n\nIt takes them a little bit longer to old policy gets for them to assess things. So it had to go to, like they they have, like, CMOs and CFOs, so underwriting. So CMO is is a chief medical officer, which is the one who basically specializes in the medical field. And then there's, like, the CFO in underwriting, which is, like, a financial officer that that deals with the financial. And, basically, they get all the like, your case manager, Victoria, gets all the documents, breaks it all down, it goes through to the CFO, and they start making sure that basically under the policy, the income matches up with what they're allowed to pay and that it's not anything else.\n\nThey're a pain. And because you have all of the wonderful income losses, it's a little bit different. Yes. The payment confirmation. Yeah.\n\nYep. Yes. And I've sent an email. Yeah. I sent through an email Caden did.\n\nSent through an email to Victoria to ask them, hey. What is there a like, is there not a premium freeze under this policy for ongoing income protection? Massive big question mark. He said that through, like, the day you sent the email at the beginning of the week. Still waiting to get back to Victor.\n\nLike, it seems like there's a week delay between emailing her, which is the biggest pain. Because I just wanna hit all the questions, and then sometimes she comes back to me without answering all the questions that I've sent out to her in an email. And yeah. Hey. We're not charging the premium ongoing, and then they did, which is where my confusion was.\n\nAnd then I was like, are you sure that they did definitely do the premium? It's not just one of the other policies, and then Kate had a look. And he's like, no. It's definitely the whole of the premium for both the income protection and I was like, okay. Obviously, you've got the kids as well, but you have to keep paying the kids.\n\nThey're a little portion of the policy. Oh, yes. Yeah. Kid. He aced down.\n\nSo yeah. So we were we questioned it as well. So I'm waiting to hear back on both of the outstanding request. One is, hey. When's the next medical due?\n\nSo that way I can give you the heads up. So that way you can plan any of your ongoing doctor's appointments around when it's gonna be due rather than having to do ad hoc, hey, doc. I need to see you. I'd rather make sure that we can kind of reschedule them a little bit, not to, you know, screw your timing over type of thing. And then, freedom freeze as well.\n\nSo just the two things I'm waiting to hear back from Victoria from. I would like to say that I'll hear back from her sometime soon, but piece of string is really my go to statement this week. Yeah. The good thing is is you you'll you'll get your next payment soon ish. So next month, we'll come in and we'll just kinda start going from there.\n\nYou still there? Janine? Hello? Hello?","paragraphs":[{"sentences":[{"text":"Hi, Janine Rivers of Ortho Finance.","start":2.0,"end":4.56,"sentiment":"neutral","sentiment_score":0.1144901600976785},{"text":"How are you doing, though?","start":4.56,"end":5.7,"sentiment":"neutral","sentiment_score":0.18668590784072875},{"text":"Yeah.","start":7.44,"end":7.8399997,"sentiment":"positive","sentiment_score":0.3552356958389282},{"text":"Good.","start":7.8399997,"end":8.34,"sentiment":"positive","sentiment_score":0.528266429901123},{"text":"I'm so glad surgery went well.","start":8.48,"end":11.139999,"sentiment":"positive","sentiment_score":0.5246005902687708}],"sentiment":"neutral","sentiment_score":0.29744611406012583,"num_words":19,"start":2.0,"end":11.139999},{"sentences":[{"text":"That's so good.","start":17.295,"end":18.515,"sentiment":"positive","sentiment_score":0.41899800300598145},{"text":"I have been trying to have a phone call with Victoria for weeks now, and she is painfully dodging my email my phone calls, I 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again, what it comes down to.","start":110.54,"end":112.4,"sentiment":"neutral","sentiment_score":0.06475770473480225},{"text":"It's so Yes.","start":112.770004,"end":128.815,"sentiment":"neutral","sentiment_score":0.01630488286415736},{"text":"Yes.","start":139.37,"end":139.87,"sentiment":"neutral","sentiment_score":0.06629453599452972},{"text":"That's where the that is form of the patient.","start":155.72,"end":159.42,"sentiment":"neutral","sentiment_score":-0.00540307391848829}],"sentiment":"neutral","sentiment_score":0.07416256577042597,"num_words":28,"start":108.7,"end":159.42},{"sentences":[{"text":"The form of the first two months, which also serves out the waiting period as well.","start":159.88,"end":165.34,"sentiment":"neutral","sentiment_score":0.0086921596666798},{"text":"So where you normally wouldn't have received any benefit during a waiting period, that trauma benefit pays out your wait period 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date.","start":207.565,"end":216.0,"sentiment":"neutral","sentiment_score":-0.05358988995994291}],"sentiment":"neutral","sentiment_score":-0.054165798062015144,"num_words":42,"start":204.845,"end":216.0},{"sentences":[{"text":"But but yeah.","start":216.0,"end":221.6,"sentiment":"neutral","sentiment_score":-0.018358121315638225},{"text":"But but, basically, because of that lump sum, you've been paid for every month.","start":221.6,"end":227.155,"sentiment":"neutral","sentiment_score":0.005111741400989038},{"text":"So if you oh, that's so sad.","start":228.015,"end":236.11499,"sentiment":"neutral","sentiment_score":0.040467564681810994},{"text":"Sometimes sometimes you just have to slow down and do something.","start":258.685,"end":261.58502,"sentiment":"neutral","sentiment_score":-0.1372381394559687},{"text":"So much has happened.","start":267.65,"end":268.71,"sentiment":"neutral","sentiment_score":-0.039392692036926746}],"sentiment":"neutral","sentiment_score":-0.03506223932625009,"num_words":39,"start":216.0,"end":268.71},{"sentences":[{"text":"Yeah.","start":274.28,"end":274.53,"sentiment":"neutral","sentiment_score":-0.033928245306015015},{"text":"I know.","start":274.53,"end":275.27,"sentiment":"neutral","sentiment_score":-0.04998588748276234},{"text":"But you're up your income came back when they finished the assessment at, like, 31,000 and change per month as income when they broke it all down.","start":275.945,"end":287.385,"sentiment":"neutral","sentiment_score":-0.05791239978538619},{"text":"So, obviously, it's well and truly above, which is what I was pushing for.","start":287.385,"end":290.57,"sentiment":"positive","sentiment_score":0.33579285762139727},{"text":"I was like, guys, like, honestly, you can see that it's above, but it's because the policy is so it's not really that old, but it is old, and they've gone through so many different changes.","start":290.57,"end":303.72,"sentiment":"neutral","sentiment_score":-0.11408236421023805}],"sentiment":"neutral","sentiment_score":-0.013792498991824687,"num_words":80,"start":274.28,"end":303.72},{"sentences":[{"text":"It takes them a little bit longer to old policy gets for them to assess things.","start":304.475,"end":308.89502,"sentiment":"neutral","sentiment_score":-0.15542969293892384},{"text":"So it had to go to, like they they have, like, CMOs and CFOs, so underwriting.","start":310.95502,"end":318.21,"sentiment":"neutral","sentiment_score":-0.08950448641553521},{"text":"So CMO is is a chief medical officer, which is the one who basically specializes in the medical field.","start":318.27,"end":323.15,"sentiment":"neutral","sentiment_score":-0.026475110924557635},{"text":"And then there's, like, the CFO in underwriting, which is, like, a financial officer that that deals with the financial.","start":323.15,"end":328.59,"sentiment":"neutral","sentiment_score":-0.05093717388808727},{"text":"And, basically, they get all the like, your case manager, Victoria, gets all the documents, breaks it all down, it goes through to the CFO, and they start making sure that basically under the policy, the income matches up with what they're allowed to pay and that it's not anything else.","start":328.59,"end":344.92502,"sentiment":"neutral","sentiment_score":0.015689260070668717}],"sentiment":"neutral","sentiment_score":-0.038037419601603124,"num_words":122,"start":304.475,"end":344.92502},{"sentences":[{"text":"They're a pain.","start":345.37,"end":346.11002,"sentiment":"negative","sentiment_score":-0.5735601186752319},{"text":"And because you have all of the wonderful income losses, it's a little bit different.","start":346.41,"end":350.99,"sentiment":"neutral","sentiment_score":-0.15943767130374908},{"text":"Yes.","start":351.61002,"end":352.11002,"sentiment":"neutral","sentiment_score":-0.03154488652944565},{"text":"The payment confirmation.","start":358.905,"end":360.125,"sentiment":"neutral","sentiment_score":0.002246685636540254},{"text":"Yeah.","start":361.465,"end":361.965,"sentiment":"neutral","sentiment_score":0.004131263121962547}],"sentiment":"neutral","sentiment_score":-0.17969213009042584,"num_words":23,"start":345.37,"end":361.965},{"sentences":[{"text":"Yep.","start":368.105,"end":368.605,"sentiment":"neutral","sentiment_score":0.012078151106834412},{"text":"Yes.","start":373.72,"end":374.03998,"sentiment":"neutral","sentiment_score":0.001849996857345104},{"text":"And I've sent an email.","start":374.03998,"end":375.5,"sentiment":"neutral","sentiment_score":-0.017381210625171662},{"text":"Yeah.","start":376.19998,"end":376.52,"sentiment":"neutral","sentiment_score":-0.010111347772181034},{"text":"I sent through an email Caden did.","start":376.52,"end":379.02,"sentiment":"neutral","sentiment_score":-0.022079228556581905}],"sentiment":"neutral","sentiment_score":-0.015842923521995546,"num_words":15,"start":368.105,"end":379.02},{"sentences":[{"text":"Sent through an email to Victoria to ask them, hey.","start":379.4,"end":382.78,"sentiment":"neutral","sentiment_score":-0.03803330156952143},{"text":"What is there a like, is there not a premium freeze under this policy for ongoing income protection?","start":383.0,"end":388.885,"sentiment":"neutral","sentiment_score":-0.1139260000652737},{"text":"Massive big question mark.","start":390.065,"end":391.265,"sentiment":"neutral","sentiment_score":-0.2838326171040535},{"text":"He said that through, like, the day you sent the email at the beginning of the week.","start":391.265,"end":396.165,"sentiment":"neutral","sentiment_score":-0.16978311494869344},{"text":"Still waiting to get back to Victor.","start":396.47998,"end":397.68,"sentiment":"negative","sentiment_score":-0.34789131368909565}],"sentiment":"neutral","sentiment_score":-0.1587122077721038,"num_words":56,"start":379.4,"end":397.68},{"sentences":[{"text":"Like, it seems like there's a week delay between emailing her, which is the biggest pain.","start":397.68,"end":401.94,"sentiment":"negative","sentiment_score":-0.5746773332357407},{"text":"Because I just wanna hit all the questions, and then sometimes she comes back to me without answering all the questions that I've sent out to her in an email.","start":402.0,"end":408.63998,"sentiment":"negative","sentiment_score":-0.34408400356769564},{"text":"And yeah.","start":408.63998,"end":416.9225,"sentiment":"neutral","sentiment_score":-0.1486399546265602},{"text":"Hey.","start":430.91,"end":430.99,"sentiment":"neutral","sentiment_score":0.013913216069340706},{"text":"We're not charging the premium ongoing, and then they did, which is where my confusion was.","start":430.99,"end":437.675,"sentiment":"neutral","sentiment_score":-0.13032810017466545}],"sentiment":"negative","sentiment_score":-0.33670728822740226,"num_words":65,"start":397.68,"end":437.675},{"sentences":[{"text":"And then I was like, are you sure that they did definitely do the premium?","start":437.675,"end":441.35498,"sentiment":"neutral","sentiment_score":-0.012731491650144259},{"text":"It's not just one of the other policies, and then Kate had a look.","start":441.35498,"end":444.235,"sentiment":"neutral","sentiment_score":-0.05186503779675279},{"text":"And he's like, no.","start":444.235,"end":444.955,"sentiment":"neutral","sentiment_score":-0.06803690828382969},{"text":"It's definitely the whole of the premium for both the income protection and I was like, okay.","start":444.955,"end":450.735,"sentiment":"neutral","sentiment_score":0.012812025041271494},{"text":"Obviously, you've got the kids as well, but you have to keep paying the kids.","start":451.45,"end":454.59,"sentiment":"neutral","sentiment_score":-0.06029592168827851}],"sentiment":"neutral","sentiment_score":-0.028859460564070523,"num_words":65,"start":437.675,"end":454.59},{"sentences":[{"text":"They're a little portion of the policy.","start":455.45,"end":457.07,"sentiment":"neutral","sentiment_score":-0.006975916081241199},{"text":"Oh, yes.","start":459.53,"end":460.09,"sentiment":"neutral","sentiment_score":0.003009284380823373},{"text":"Yeah.","start":460.09,"end":460.41,"sentiment":"neutral","sentiment_score":-0.003976384177803993},{"text":"Kid.","start":460.41,"end":460.91,"sentiment":"neutral","sentiment_score":-0.03755932301282883},{"text":"He aced down.","start":463.69,"end":464.67,"sentiment":"neutral","sentiment_score":-0.2480367918809255}],"sentiment":"neutral","sentiment_score":-0.05917563761717507,"num_words":14,"start":455.45,"end":464.67},{"sentences":[{"text":"So yeah.","start":467.625,"end":468.185,"sentiment":"neutral","sentiment_score":-0.09385555237531662},{"text":"So we were we questioned it as well.","start":468.185,"end":471.065,"sentiment":"neutral","sentiment_score":-0.1060910876840353},{"text":"So I'm waiting to hear back on both of the outstanding request.","start":471.065,"end":474.525,"sentiment":"neutral","sentiment_score":-0.029766367748379707},{"text":"One is, hey.","start":474.665,"end":476.025,"sentiment":"neutral","sentiment_score":0.01914222538471222},{"text":"When's the next medical due?","start":476.025,"end":477.725,"sentiment":"neutral","sentiment_score":-0.00693556172773242}],"sentiment":"neutral","sentiment_score":-0.045696245056266585,"num_words":30,"start":467.625,"end":477.725},{"sentences":[{"text":"So that way I can give you the heads up.","start":477.785,"end":479.225,"sentiment":"neutral","sentiment_score":0.12195319421589375},{"text":"So that way you can plan any of your ongoing doctor's appointments around when it's gonna be due rather than having to do ad hoc, hey, doc.","start":479.225,"end":488.68,"sentiment":"neutral","sentiment_score":0.10607140400895367},{"text":"I need to see you.","start":488.68,"end":489.81998,"sentiment":"neutral","sentiment_score":-0.010299952328205108},{"text":"I'd rather make sure that we can kind of reschedule them a little bit, not to, you know, screw your timing over type of thing.","start":490.52,"end":497.775,"sentiment":"neutral","sentiment_score":-0.07921753786504268},{"text":"And then, freedom freeze as well.","start":500.35498,"end":505.11502,"sentiment":"neutral","sentiment_score":0.04376081097871065}],"sentiment":"neutral","sentiment_score":0.03169981517816243,"num_words":73,"start":477.785,"end":505.11502},{"sentences":[{"text":"So just the two things I'm waiting to hear back from Victoria from.","start":505.11502,"end":507.755,"sentiment":"neutral","sentiment_score":0.0605812889452164},{"text":"I would like to say that I'll hear back from her sometime soon, but piece of string is really my go to statement this week.","start":507.755,"end":515.48,"sentiment":"neutral","sentiment_score":0.07669862970709801},{"text":"Yeah.","start":521.22,"end":521.72,"sentiment":"neutral","sentiment_score":0.28109073638916016},{"text":"The good thing is is you you'll you'll get your next payment soon ish.","start":523.62,"end":526.82,"sentiment":"positive","sentiment_score":0.5652536217655454},{"text":"So next month, we'll come in and we'll just kinda start going from there.","start":526.82,"end":534.095,"sentiment":"neutral","sentiment_score":0.06916053925773927}],"sentiment":"neutral","sentiment_score":0.17713300730866283,"num_words":67,"start":505.11502,"end":534.095},{"sentences":[{"text":"You still there?","start":539.115,"end":540.095,"sentiment":"neutral","sentiment_score":0.040315759678681694},{"text":"Janine?","start":542.83997,"end":543.33997,"sentiment":"neutral","sentiment_score":0.03087744116783142},{"text":"Hello?","start":543.8,"end":544.3,"sentiment":"neutral","sentiment_score":-0.009142092429101469},{"text":"Hello?","start":549.32,"end":549.82,"sentiment":"neutral","sentiment_score":-0.0103472750633955}],"sentiment":"neutral","sentiment_score":0.022055892118563254,"num_words":6,"start":539.115,"end":549.82}]}}]},{"alternatives":[{"transcript":"Speaking. Oh, I'm good. How are you? That's good. Yeah. No. All good. All good. Just, yeah, chilling out. I'm not doing too much. Yep. Okay. Yep. Yep. Okay. Okay. Yep. Yeah. So I'm just confused because yeah. Yep. Yep. Yep. Yeah. Yeah. No. That's alright. But what I'm what I was questioning is, like, I I wasn't sure whether it was, like, a top up of income because, obviously, my tax return would say significantly more than what the cover is for, which is fine. So I thought it might have been a top up of income, but the dates on the last payment, like, that 28,000 and don't get me wrong. Like, I'm super blessed that we're getting the money and we've got it. But the payment said it was from March to June, but then I'm like, I haven't been working since the January 20. So is there anything that should have been paid from January to March under the policy? Yeah. Yeah. Okay. Yeah. No. That's alright. I was just like, mhmm. Yeah. Because I'm like I'm I'm so confused. Anyway, it's I'm sure I'm sure they've worked it out correctly, and there's some hidden dates sitting somewhere and all of that stuff. But yeah. Yeah. I just wanted to check. Yeah. Okay. Yeah. No. That's fine. Yeah. Like, you know yeah. That's good. I'm I'm glad. Yeah. Because I wasn't sure whether that yeah. Okay. Because that that would make sense because October, November, December, January, February, five months at $9,000 a month plus a little bit extra into March. Yeah. So that'll be right. Six months at $9,400 a month. Yeah. That'd be right. Yep. Well, you know, you probably have to, like, connect the dates because so much was happening. And, yeah, it's just odd that they dropped all of the money in one hit and went, oh, here you go. Here's six months of your life. Like yeah. And didn't really explain why. Yep. Yeah. Yep. Yep. Yep. Yep. Yes. Yep. Yep. Well, you know, if we just like to keep them on their toes. But yeah. No. That'll make sense. Actually, I just pulled up both, what do you call them, statements of benefit. I suppose the emails. Yeah. And they've gone, yeah, from September through to the March 18. The next one was March 19 through the June 18. Interestingly, on the second one, there was no amount as a refund of premium. So so but there was on the first one. Yeah. Yeah. Yep. Yep. Yeah. And, look, the only question for that one is the fact that it was paid. So it was refunded on the first one in the email. It actually stated that they refunded the premium. And then in the second one, there is no statement that they've refunded the premium. It's just the benefit. Yeah. Yeah. Yeah. Yep. Well, one kid. That's it. The other one, he got kicked he got kicked off last year. Yeah. Cool. Yeah. Yeah. Yeah. Yep. Yep. No. That's cool. That's cool. All the dates went up, and I'm sure they'll get back to it whenever they can. So it'll be fine. Yeah. So what would the yeah. Yep. Cool. Sounds good. Perfect. Perfect. Perfect. 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Oh, I'm good. How are you? That's good. Yeah.\n\nNo. All good. All good. Just, yeah, chilling out. I'm not doing too much.\n\nYep. Okay. Yep. Yep. Okay.\n\nOkay. Yep. Yeah. So I'm just confused because yeah. Yep.\n\nYep. Yep. Yeah. Yeah. No.\n\nThat's alright. But what I'm what I was questioning is, like, I I wasn't sure whether it was, like, a top up of income because, obviously, my tax return would say significantly more than what the cover is for, which is fine. So I thought it might have been a top up of income, but the dates on the last payment, like, that 28,000 and don't get me wrong. Like, I'm super blessed that we're getting the money and we've got it. But the payment said it was from March to June, but then I'm like, I haven't been working since the January 20.\n\nSo is there anything that should have been paid from January to March under the policy? Yeah. Yeah. Okay. Yeah.\n\nNo. That's alright. I was just like, mhmm. Yeah. Because I'm like I'm I'm so confused.\n\nAnyway, it's I'm sure I'm sure they've worked it out correctly, and there's some hidden dates sitting somewhere and all of that stuff. But yeah. Yeah. I just wanted to check. Yeah.\n\nOkay. Yeah. No. That's fine. Yeah.\n\nLike, you know yeah. That's good. I'm I'm glad. Yeah. Because I wasn't sure whether that yeah.\n\nOkay. Because that that would make sense because October, November, December, January, February, five months at $9,000 a month plus a little bit extra into March. Yeah. So that'll be right. Six months at $9,400 a month.\n\nYeah. That'd be right. Yep. Well, you know, you probably have to, like, connect the dates because so much was happening. And, yeah, it's just odd that they dropped all of the money in one hit and went, oh, here you go.\n\nHere's six months of your life. Like yeah. And didn't really explain why. Yep. Yeah.\n\nYep. Yep. Yep. Yep. Yes.\n\nYep. Yep. Well, you know, if we just like to keep them on their toes. But yeah. No.\n\nThat'll make sense. Actually, I just pulled up both, what do you call them, statements of benefit. I suppose the emails. Yeah. And they've gone, yeah, from September through to the March 18.\n\nThe next one was March 19 through the June 18. Interestingly, on the second one, there was no amount as a refund of premium. So so but there was on the first one. Yeah. Yeah.\n\nYep. Yep. Yeah. And, look, the only question for that one is the fact that it was paid. So it was refunded on the first one in the email.\n\nIt actually stated that they refunded the premium. And then in the second one, there is no statement that they've refunded the premium. It's just the benefit. Yeah. Yeah.\n\nYeah. Yep. Well, one kid. That's it. The other one, he got kicked he got kicked off last year.\n\nYeah. Cool. Yeah. Yeah. Yeah.\n\nYep. Yep. No. That's cool. That's cool.\n\nAll the dates went up, and I'm sure they'll get back to it whenever they can. So it'll be fine. Yeah. 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alright.","start":113.58,"end":114.3,"sentiment":"neutral","sentiment_score":-0.025411056354641914},{"text":"But what I'm what I was questioning is, like, I I wasn't sure whether it was, like, a top up of income because, obviously, my tax return would say significantly more than what the cover is for, which is fine.","start":114.3,"end":127.515,"sentiment":"neutral","sentiment_score":-0.09413141012191772},{"text":"So I thought it might have been a top up of income, but the dates on the last payment, like, that 28,000 and don't get me wrong.","start":127.815,"end":135.655,"sentiment":"neutral","sentiment_score":0.009510016137803043},{"text":"Like, I'm super blessed that we're getting the money and we've got it.","start":135.655,"end":139.48,"sentiment":"positive","sentiment_score":0.6840220254201156},{"text":"But the payment said it was from March to June, but then I'm like, I haven't been working since the January 20.","start":139.48,"end":149.34,"sentiment":"neutral","sentiment_score":-0.10618181340396404}],"sentiment":"neutral","sentiment_score":0.028817099554894064,"num_words":104,"start":113.58,"end":149.34},{"sentences":[{"text":"So is there anything that should have been paid from January to March under the policy?","start":149.8,"end":156.765,"sentiment":"neutral","sentiment_score":-0.0565039636567235},{"text":"Yeah.","start":175.66,"end":176.16,"sentiment":"neutral","sentiment_score":-0.007121884264051914},{"text":"Yeah.","start":185.19499,"end":185.355,"sentiment":"neutral","sentiment_score":0.002525550313293934},{"text":"Okay.","start":185.355,"end":185.755,"sentiment":"neutral","sentiment_score":0.001636408269405365},{"text":"Yeah.","start":185.755,"end":185.995,"sentiment":"neutral","sentiment_score":-0.014386181719601154}],"sentiment":"neutral","sentiment_score":-0.04607047629542649,"num_words":20,"start":149.8,"end":185.995},{"sentences":[{"text":"No.","start":185.995,"end":186.155,"sentiment":"neutral","sentiment_score":-0.09792561829090118},{"text":"That's alright.","start":186.155,"end":186.795,"sentiment":"neutral","sentiment_score":-0.09380164369940758},{"text":"I was just like, mhmm.","start":186.795,"end":188.075,"sentiment":"neutral","sentiment_score":-0.10520024299621582},{"text":"Yeah.","start":188.075,"end":188.475,"sentiment":"neutral","sentiment_score":-0.1020090952515602},{"text":"Because I'm like I'm I'm so confused.","start":188.475,"end":191.69499,"sentiment":"neutral","sentiment_score":-0.2135361965213503}],"sentiment":"neutral","sentiment_score":-0.150518286973238,"num_words":16,"start":185.995,"end":191.69499},{"sentences":[{"text":"Anyway, it's I'm sure I'm sure they've worked it out correctly, and there's some hidden dates sitting somewhere and all of that stuff.","start":191.995,"end":200.09999,"sentiment":"neutral","sentiment_score":-0.0992482315910899},{"text":"But yeah.","start":201.28,"end":202.02,"sentiment":"neutral","sentiment_score":-0.048927344381809235},{"text":"Yeah.","start":202.56,"end":202.88,"sentiment":"neutral","sentiment_score":-0.022154550999403},{"text":"I just wanted to check.","start":202.88,"end":204.09999,"sentiment":"neutral","sentiment_score":-0.019810356386005878},{"text":"Yeah.","start":227.84999,"end":228.09,"sentiment":"neutral","sentiment_score":0.020759355276823044}],"sentiment":"neutral","sentiment_score":-0.077531593531603,"num_words":32,"start":191.995,"end":228.09},{"sentences":[{"text":"Okay.","start":228.09,"end":228.48999,"sentiment":"neutral","sentiment_score":0.01799943298101425},{"text":"Yeah.","start":228.48999,"end":228.73,"sentiment":"neutral","sentiment_score":0.009518083184957504},{"text":"No.","start":228.73,"end":228.89,"sentiment":"neutral","sentiment_score":-0.02180187962949276},{"text":"That's fine.","start":228.89,"end":229.60999,"sentiment":"neutral","sentiment_score":0.044409219175577164},{"text":"Yeah.","start":229.60999,"end":230.01,"sentiment":"neutral","sentiment_score":0.03778984397649765}],"sentiment":"neutral","sentiment_score":0.022053986477355163,"num_words":6,"start":228.09,"end":230.01},{"sentences":[{"text":"Like, you know yeah.","start":230.01,"end":231.04999,"sentiment":"neutral","sentiment_score":0.028331735637038946},{"text":"That's good.","start":231.04999,"end":231.79,"sentiment":"positive","sentiment_score":0.761984646320343},{"text":"I'm I'm glad.","start":234.89,"end":235.79,"sentiment":"positive","sentiment_score":0.48010775446891785},{"text":"Yeah.","start":237.12999,"end":237.45,"sentiment":"neutral","sentiment_score":-0.06412366032600403},{"text":"Because I wasn't sure whether that yeah.","start":237.45,"end":241.095,"sentiment":"neutral","sentiment_score":-0.10584032429116112}],"sentiment":"neutral","sentiment_score":0.13368315107243903,"num_words":17,"start":230.01,"end":241.095},{"sentences":[{"text":"Okay.","start":241.095,"end":241.41501,"sentiment":"neutral","sentiment_score":0.03444645181298256},{"text":"Because that that would make sense because October, November, December, January, February, five months at $9,000 a month plus a little bit extra into March.","start":241.41501,"end":251.49501,"sentiment":"neutral","sentiment_score":0.02875953435897827},{"text":"Yeah.","start":251.49501,"end":251.735,"sentiment":"neutral","sentiment_score":0.07639814913272858},{"text":"So that'll be right.","start":251.735,"end":252.615,"sentiment":"neutral","sentiment_score":0.0976407378911972},{"text":"Six months at $9,400 a month.","start":252.615,"end":255.39,"sentiment":"neutral","sentiment_score":0.046693477779626846}],"sentiment":"neutral","sentiment_score":0.04055558859899237,"num_words":37,"start":241.095,"end":255.39},{"sentences":[{"text":"Yeah.","start":255.63,"end":255.87,"sentiment":"neutral","sentiment_score":0.09211760759353638},{"text":"That'd be right.","start":255.87,"end":256.85,"sentiment":"neutral","sentiment_score":0.10110051184892653},{"text":"Yep.","start":259.31,"end":259.81,"sentiment":"neutral","sentiment_score":-0.026976242661476135},{"text":"Well, you know, you probably have to, like, connect the dates because so much was happening.","start":262.59,"end":267.33,"sentiment":"neutral","sentiment_score":-0.06009046616964042},{"text":"And, yeah, it's just odd that they dropped all of the money in one hit and went, oh, here you go.","start":267.885,"end":272.045,"sentiment":"neutral","sentiment_score":-0.15747880243829318}],"sentiment":"neutral","sentiment_score":-0.09285855736760866,"num_words":42,"start":255.63,"end":272.045},{"sentences":[{"text":"Here's six months of your life.","start":272.045,"end":273.585,"sentiment":"neutral","sentiment_score":-0.036357710137963295},{"text":"Like yeah.","start":274.205,"end":275.965,"sentiment":"neutral","sentiment_score":-0.03864132706075907},{"text":"And didn't really explain why.","start":275.965,"end":277.825,"sentiment":"neutral","sentiment_score":-0.1053426668047905},{"text":"Yep.","start":285.59,"end":286.09,"sentiment":"neutral","sentiment_score":-0.024028411135077477},{"text":"Yeah.","start":294.71,"end":295.21,"sentiment":"neutral","sentiment_score":-0.01913820020854473}],"sentiment":"neutral","sentiment_score":-0.05768725735445817,"num_words":15,"start":272.045,"end":295.21},{"sentences":[{"text":"Yep.","start":304.425,"end":304.925,"sentiment":"neutral","sentiment_score":-0.042579323053359985},{"text":"Yep.","start":307.945,"end":308.445,"sentiment":"neutral","sentiment_score":-0.08384217321872711},{"text":"Yep.","start":309.865,"end":310.365,"sentiment":"neutral","sentiment_score":-0.03909998387098312},{"text":"Yep.","start":317.72998,"end":318.22998,"sentiment":"neutral","sentiment_score":-0.015111169777810574},{"text":"Yes.","start":344.24,"end":344.74,"sentiment":"neutral","sentiment_score":-0.025028415024280548}],"sentiment":"neutral","sentiment_score":-0.04113221298903227,"num_words":5,"start":304.425,"end":344.74},{"sentences":[{"text":"Yep.","start":345.36,"end":345.86,"sentiment":"neutral","sentiment_score":-0.06311067193746567},{"text":"Yep.","start":346.87997,"end":347.37997,"sentiment":"neutral","sentiment_score":-0.2165571302175522},{"text":"Well, you know, if we just like to keep them on their toes.","start":349.91998,"end":353.68,"sentiment":"neutral","sentiment_score":-0.08444502004064046},{"text":"But yeah.","start":353.68,"end":354.08,"sentiment":"neutral","sentiment_score":-0.06710971891880035},{"text":"No.","start":354.08,"end":354.24,"sentiment":"neutral","sentiment_score":-0.13540609180927277}],"sentiment":"neutral","sentiment_score":-0.09150436624056763,"num_words":18,"start":345.36,"end":354.24},{"sentences":[{"text":"That'll make sense.","start":354.24,"end":354.87997,"sentiment":"neutral","sentiment_score":-0.07856824373205502},{"text":"Actually, I just pulled up both, what do you call them, statements of benefit.","start":354.87997,"end":359.365,"sentiment":"neutral","sentiment_score":0.009970926147486483},{"text":"I suppose the emails.","start":359.365,"end":360.565,"sentiment":"neutral","sentiment_score":0.0034693621564656496},{"text":"Yeah.","start":360.565,"end":361.065,"sentiment":"neutral","sentiment_score":0.013482032343745232},{"text":"And they've gone, yeah, from September through to the March 18.","start":361.125,"end":364.325,"sentiment":"neutral","sentiment_score":-0.00017107070677659713}],"sentiment":"neutral","sentiment_score":-0.002140426119281487,"num_words":33,"start":354.24,"end":364.325},{"sentences":[{"text":"The next one was March 19 through the June 18.","start":364.325,"end":367.225,"sentiment":"neutral","sentiment_score":-0.0008200289681553841},{"text":"Interestingly, on the second one, there was no amount as a refund of premium.","start":368.48502,"end":372.33002,"sentiment":"neutral","sentiment_score":-0.1042887048263635},{"text":"So so but there was on the first one.","start":372.33002,"end":375.73,"sentiment":"neutral","sentiment_score":-0.019038439003957644},{"text":"Yeah.","start":375.73,"end":376.23,"sentiment":"neutral","sentiment_score":-0.008322934620082378},{"text":"Yeah.","start":396.365,"end":396.865,"sentiment":"neutral","sentiment_score":-0.20591437816619873}],"sentiment":"neutral","sentiment_score":-0.052966440602072645,"num_words":35,"start":364.325,"end":396.865},{"sentences":[{"text":"Yep.","start":402.61,"end":403.11,"sentiment":"neutral","sentiment_score":-0.264864444732666},{"text":"Yep.","start":404.44998,"end":404.94998,"sentiment":"neutral","sentiment_score":-0.2679043114185333},{"text":"Yeah.","start":409.56998,"end":410.06998,"sentiment":"neutral","sentiment_score":-0.1513877660036087},{"text":"And, look, the only question for that one is the fact that it was paid.","start":410.28998,"end":412.93,"sentiment":"neutral","sentiment_score":-0.15870662728945414},{"text":"So it was refunded on the first one in the email.","start":412.93,"end":416.45502,"sentiment":"neutral","sentiment_score":-0.10547922890294682}],"sentiment":"neutral","sentiment_score":-0.1456906017044495,"num_words":29,"start":402.61,"end":416.45502},{"sentences":[{"text":"It actually stated that they refunded the premium.","start":416.45502,"end":419.27502,"sentiment":"neutral","sentiment_score":-0.11281282175332308},{"text":"And then in the second one, there is no statement that they've refunded the premium.","start":419.575,"end":423.255,"sentiment":"neutral","sentiment_score":-0.21409372389316558},{"text":"It's just the benefit.","start":423.255,"end":424.635,"sentiment":"neutral","sentiment_score":-0.12744474597275257},{"text":"Yeah.","start":429.86,"end":430.36,"sentiment":"neutral","sentiment_score":-0.04021933674812317},{"text":"Yeah.","start":451.485,"end":451.985,"sentiment":"neutral","sentiment_score":-0.01115735899657011}],"sentiment":"neutral","sentiment_score":-0.16120910731240592,"num_words":29,"start":416.45502,"end":451.985},{"sentences":[{"text":"Yeah.","start":455.16498,"end":455.66498,"sentiment":"neutral","sentiment_score":-0.011190986260771751},{"text":"Yep.","start":455.725,"end":456.225,"sentiment":"neutral","sentiment_score":0.0015270685544237494},{"text":"Well, one kid.","start":458.04498,"end":459.10498,"sentiment":"neutral","sentiment_score":-0.021247445605695248},{"text":"That's it.","start":459.245,"end":460.065,"sentiment":"neutral","sentiment_score":-0.01608948316425085},{"text":"The other one, he got kicked he got kicked off last 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cool.","start":516.05,"end":516.69,"sentiment":"positive","sentiment_score":0.36280296742916107},{"text":"That's cool.","start":516.69,"end":517.25,"sentiment":"positive","sentiment_score":0.6158825755119324}],"sentiment":"neutral","sentiment_score":0.31064344197511673,"num_words":7,"start":505.605,"end":517.25},{"sentences":[{"text":"All the dates went up, and I'm sure they'll get back to it whenever they can.","start":517.25,"end":520.52997,"sentiment":"positive","sentiment_score":0.3359597697854042},{"text":"So it'll be fine.","start":520.52997,"end":521.91,"sentiment":"neutral","sentiment_score":0.3153386786580086},{"text":"Yeah.","start":527.79504,"end":528.29504,"sentiment":"neutral","sentiment_score":0.04488719627261162},{"text":"So what would the yeah.","start":529.875,"end":533.09503,"sentiment":"neutral","sentiment_score":0.014702486246824265},{"text":"Yep.","start":534.115,"end":534.435,"sentiment":"neutral","sentiment_score":0.21220897138118744}],"sentiment":"neutral","sentiment_score":0.258048875188386,"num_words":27,"start":517.25,"end":534.435},{"sentences":[{"text":"Cool.","start":534.435,"end":534.91504,"sentiment":"positive","sentiment_score":0.6688311100006104},{"text":"Sounds good.","start":534.91504,"end":535.655,"sentiment":"positive","sentiment_score":0.7840366065502167},{"text":"Perfect.","start":536.435,"end":536.935,"sentiment":"positive","sentiment_score":0.809411346912384},{"text":"Perfect.","start":537.395,"end":537.895,"sentiment":"positive","sentiment_score":0.7800948619842529},{"text":"Perfect.","start":537.955,"end":538.455,"sentiment":"positive","sentiment_score":0.6904800534248352}],"sentiment":"positive","sentiment_score":0.7528150975704193,"num_words":6,"start":534.435,"end":538.455},{"sentences":[{"text":"Okay.","start":538.77,"end":539.25,"sentiment":"neutral","sentiment_score":0.29004132747650146},{"text":"That's probably it.","start":539.25,"end":540.39,"sentiment":"neutral","sentiment_score":0.06601803004741669},{"text":"Yeah.","start":540.45,"end":540.69,"sentiment":"neutral","sentiment_score":0.08948050439357758},{"text":"I'm here.","start":540.69,"end":541.35004,"sentiment":"neutral","sentiment_score":0.07703397050499916},{"text":"Are you there?","start":541.57,"end":542.31006,"sentiment":"neutral","sentiment_score":0.03730149567127228}],"sentiment":"neutral","sentiment_score":0.08435483500361443,"num_words":10,"start":538.77,"end":542.31006},{"sentences":[{"text":"Hello?","start":542.93005,"end":543.43005,"sentiment":"neutral","sentiment_score":-0.007540145888924599},{"text":"I'm here.","start":543.65,"end":544.47003,"sentiment":"neutral","sentiment_score":0.007499290630221369},{"text":"Hello?","start":547.17004,"end":547.67004,"sentiment":"neutral","sentiment_score":-0.009111659601330755},{"text":"Hello?","start":550.45,"end":550.95,"sentiment":"neutral","sentiment_score":-0.009978849440813065},{"text":"Hello?","start":552.2709,"end":552.7709,"sentiment":"neutral","sentiment_score":-0.10208440572023392}],"sentiment":"neutral","sentiment_score":-0.01895274656514327,"num_words":6,"start":542.93005,"end":552.7709}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Speaking.\n\nChannel 0: Hi, Janine Rivers of Ortho Finance. How are you doing, though?\n\nChannel 1: Oh, I'm good. How are you?\n\nChannel 0: Yeah. Good. I'm\n\nChannel 1: That's\n\nChannel 0: so glad\n\nChannel 1: good.\n\nChannel 0: surgery went well.\n\nChannel 1: Yeah. No. All good. All good. Just, yeah, chilling out.\n\nI'm not doing too much.\n\nChannel 0: That's so good. I have been trying to have a phone call with Victoria for weeks now, and\n\nChannel 1: Yep.\n\nChannel 0: she is painfully dodging my email my phone calls, I think.\n\nChannel 1: Okay.\n\nChannel 0: But she is an email person, which is both painful and good, I guess. I haven't had confirmation yet on when the next requirement for any, like, any of the ongoing forms would be. But, generally,\n\nChannel 1: Yep.\n\nChannel 0: it's gonna be somewhere between three and six months. I'm hoping for six,\n\nChannel 1: Yep. Okay.\n\nChannel 0: but let's just bank on three just in case.\n\nChannel 1: Okay. Yep.\n\nChannel 0: Outside of that, she did email and confirm, and then I went back through and I dug through the PDF or product quote statement in regards to the payment.\n\nChannel 1: Yeah. So I'm just confused because\n\nChannel 0: Oh, no. I don't\n\nChannel 1: yeah.\n\nChannel 0: get me wrong. I was true to begin with because any income protection claims generally offset by income received. But under your policy, because it's sixteen years old, it's different, which is great.\n\nChannel 1: Yep.\n\nChannel 0: And, basically, any it's not offset by your income. So that lump sum that you got at the beginning is like a trauma benefit, so it's payable\n\nChannel 1: Yep.\n\nChannel 0: irrespective of the waiting period, which obviously sees you at your waiting period. That's where we got that 63 ish thousand dollars.\n\nChannel 1: Yep.\n\nChannel 0: And then they've paid, like, that first initial bit, and that's irrespective of you receiving an income. So you can spend that money, my love. That's, again, what it comes down to. It's\n\nChannel 1: Yeah. Yeah.\n\nChannel 0: so\n\nChannel 1: No. That's alright. But what I'm what I was questioning is, like, I I wasn't sure whether it was, like, a top up of income because, obviously, my tax return would say significantly more than what the cover is for, which is fine. So I thought it\n\nChannel 0: Yes.\n\nChannel 1: might have been a top up of income, but the dates on the last payment, like, that 28,000 and don't get me wrong. Like, I'm super blessed that we're getting the money and we've got it.\n\nChannel 0: Yes.\n\nChannel 1: But the payment said it was from March to June, but then I'm like, I haven't been working since the January 20. So is there anything that should have been paid from January to March\n\nChannel 0: That's\n\nChannel 1: under\n\nChannel 0: where\n\nChannel 1: the\n\nChannel 0: the\n\nChannel 1: policy?\n\nChannel 0: that is form of the patient. The form of the first two months, which also serves out the waiting period as well. So where you normally wouldn't have received any benefit during a waiting period, that trauma benefit pays out your wait\n\nChannel 1: Yeah.\n\nChannel 0: period portion. I'll I'll double check the date to make sure that I'm right. But, basically, you've because of the lump sum, you've been paid for every month.\n\nChannel 1: Yeah. Okay. Yeah. No. That's alright.\n\nI was just like, mhmm. Yeah. Because I'm like I'm I'm so confused. Anyway, it's I'm sure I'm sure they've worked it out correctly, and there's some hidden dates sitting somewhere and all of that stuff. But yeah.\n\nYeah. I just wanted to check.\n\nChannel 0: Yeah. No. Absolutely. No. I've I had a look over the week.\n\nI'd have to have another look back at my notes that are now buried because I've been doing a few things on your file to be able to reconfirm the date. But but yeah. But but, basically, because of that lump sum, you've been paid for every month.\n\nChannel 1: Yeah.\n\nChannel 0: So\n\nChannel 1: Okay.\n\nChannel 0: if\n\nChannel 1: Yeah.\n\nChannel 0: you\n\nChannel 1: No. That's fine. Yeah. Like, you know yeah. That's good.\n\nChannel 0: oh,\n\nChannel 1: I'm\n\nChannel 0: that's\n\nChannel 1: I'm glad.\n\nChannel 0: so sad.\n\nChannel 1: Yeah. Because I wasn't sure whether that yeah. Okay. Because that that would make sense because October, November, December, January, February, five months at $9,000 a month plus a little bit extra into March. Yeah.\n\nSo that'll be right. Six months at $9,400 a month. Yeah. That'd be right.\n\nChannel 0: Sometimes\n\nChannel 1: Yep.\n\nChannel 0: sometimes you just have to slow down and do something.\n\nChannel 1: Well, you know, you probably have to, like, connect the dates because so much was happening.\n\nChannel 0: So much\n\nChannel 1: And, yeah,\n\nChannel 0: has\n\nChannel 1: it's\n\nChannel 0: happened.\n\nChannel 1: just odd that they dropped all of the money in one hit and went, oh, here you go. Here's six months of your life. Like\n\nChannel 0: Yeah. I know.\n\nChannel 1: yeah.\n\nChannel 0: But\n\nChannel 1: And\n\nChannel 0: you're\n\nChannel 1: didn't\n\nChannel 0: up\n\nChannel 1: really explain why.\n\nChannel 0: your income came back when they finished the assessment at, like, 31,000 and change per month as\n\nChannel 1: Yep.\n\nChannel 0: income when they broke it all down. So, obviously, it's well and truly above, which is what I was pushing for. I was like, guys, like, honestly, you can see that it's above,\n\nChannel 1: Yeah.\n\nChannel 0: but it's because the policy is so it's not really that old, but it is old, and they've gone through so many different changes.\n\nChannel 1: Yep.\n\nChannel 0: It takes them a little bit longer to old policy gets for them to\n\nChannel 1: Yep.\n\nChannel 0: assess things.\n\nChannel 1: Yep.\n\nChannel 0: So it had to go to, like they they have, like, CMOs and CFOs, so underwriting.\n\nChannel 1: Yep.\n\nChannel 0: So CMO is is a chief medical officer, which is the one who basically specializes in the medical field. And then there's, like, the CFO in underwriting, which is, like, a financial officer that that deals with the financial. And, basically, they get all the like, your case manager, Victoria, gets all the documents, breaks it all down, it goes through to the CFO, and they start making sure that basically under the policy, the income matches up with what they're allowed to pay and that it's not anything\n\nChannel 1: Yes.\n\nChannel 0: else.\n\nChannel 1: Yep.\n\nChannel 0: They're a pain. And because you\n\nChannel 1: Yep.\n\nChannel 0: have all of the wonderful income losses, it's a\n\nChannel 1: Well,\n\nChannel 0: little bit different.\n\nChannel 1: you\n\nChannel 0: Yes.\n\nChannel 1: know, if we just like to keep them on their toes. But yeah. No. That'll make sense. Actually, I just pulled up both, what do you call them, statements of\n\nChannel 0: The\n\nChannel 1: benefit.\n\nChannel 0: payment\n\nChannel 1: I suppose\n\nChannel 0: confirmation.\n\nChannel 1: the emails. Yeah. And they've\n\nChannel 0: Yeah.\n\nChannel 1: gone, yeah, from September through to the March 18. The next one was March 19 through the June 18.\n\nChannel 0: Yep.\n\nChannel 1: Interestingly, on the second one, there was no amount as a refund of premium. So so\n\nChannel 0: Yes. And\n\nChannel 1: but\n\nChannel 0: I've\n\nChannel 1: there was\n\nChannel 0: sent\n\nChannel 1: on\n\nChannel 0: an\n\nChannel 1: the\n\nChannel 0: email.\n\nChannel 1: first one. Yeah.\n\nChannel 0: Yeah. I sent through an email Caden did. Sent through an email to Victoria to ask them, hey. What is there a like, is there not a premium freeze under this policy for ongoing income protection? Massive big question mark.\n\nHe said that through, like, the day you sent the email at the beginning of the week.\n\nChannel 1: Yeah.\n\nChannel 0: Still waiting to get back to Victor. Like, it seems like there's a week delay between emailing her, which is the biggest pain. Because I just wanna\n\nChannel 1: Yep.\n\nChannel 0: hit all the questions, and then sometimes\n\nChannel 1: Yep.\n\nChannel 0: she comes back to me without answering all the questions that I've sent out to her in an email. And\n\nChannel 1: Yeah. And, look, the only question for that one is the fact that it was paid. So it was refunded on the first one in the email.\n\nChannel 0: yeah.\n\nChannel 1: It actually stated that they refunded the premium. And then in the second one, there is no statement that they've refunded the premium. It's just the benefit. Yeah.\n\nChannel 0: Hey. We're not charging the premium ongoing, and then they did, which is where my confusion was. And then I was like, are you sure that they did definitely do the premium? It's not just one of the other policies, and then Kate had a look. And he's like, no.\n\nIt's definitely the whole of the premium for both the income protection and I was like, okay. Obviously,\n\nChannel 1: Yeah.\n\nChannel 0: you've got the kids as well, but you have to keep paying the kids.\n\nChannel 1: Yeah.\n\nChannel 0: They're a\n\nChannel 1: Yep.\n\nChannel 0: little portion of the policy.\n\nChannel 1: Well, one kid. That's\n\nChannel 0: Oh,\n\nChannel 1: it.\n\nChannel 0: yes. Yeah. Kid.\n\nChannel 1: The other one, he got kicked he got kicked off last year.\n\nChannel 0: He aced down. So yeah. So we were we questioned it as well. So I'm waiting to hear back on both of the outstanding request. One is, hey.\n\nWhen's the next medical due? So that way I can give you the heads up. So that way you can plan any of your ongoing doctor's appointments around when it's gonna be\n\nChannel 1: Yeah. Cool.\n\nChannel 0: due rather than having to do ad hoc, hey, doc. I need to see you.\n\nChannel 1: Yeah.\n\nChannel 0: I'd rather make sure that we\n\nChannel 1: Yeah.\n\nChannel 0: can kind of reschedule them a little bit, not to, you know, screw your timing over type of thing.\n\nChannel 1: Yeah.\n\nChannel 0: And then, freedom freeze as well. So just the two\n\nChannel 1: Yep.\n\nChannel 0: things I'm waiting to hear back from Victoria from. I would like to say that I'll hear back from her sometime soon, but piece of string is really my go to\n\nChannel 1: Yep.\n\nChannel 0: statement this week.\n\nChannel 1: No. That's cool. That's cool. All the dates went up, and I'm sure they'll get back to it whenever they can. So it'll\n\nChannel 0: Yeah.\n\nChannel 1: be fine.\n\nChannel 0: The good thing is is you you'll you'll get your next payment soon ish. So\n\nChannel 1: Yeah. So what\n\nChannel 0: next\n\nChannel 1: would the\n\nChannel 0: month, we'll come in and we'll just\n\nChannel 1: yeah.\n\nChannel 0: kinda start going from there.\n\nChannel 1: Yep. Cool. Sounds good. Perfect. Perfect.\n\nPerfect. Okay.\n\nChannel 0: You\n\nChannel 1: That's\n\nChannel 0: still\n\nChannel 1: probably\n\nChannel 0: there?\n\nChannel 1: it. Yeah. I'm here. Are you there?\n\nChannel 0: Janine?\n\nChannel 1: Hello? I'm\n\nChannel 0: Hello?\n\nChannel 1: here. Hello?\n\nChannel 0: Hello?\n\nChannel 1: Hello? Hello?","paragraphs":[{"sentences":[{"text":"Speaking.","start":0.48,"end":0.98,"sentiment":"neutral","sentiment_score":0.035209834575653076}],"sentiment":"neutral","sentiment_score":0.035209834575653076,"channel":1,"num_words":1,"start":0.48,"end":0.98},{"sentences":[{"text":"Hi, Janine Rivers of Ortho Finance.","start":2.0,"end":4.56,"sentiment":"neutral","sentiment_score":0.1144901600976785},{"text":"How are you doing, though?","start":4.56,"end":5.7,"sentiment":"neutral","sentiment_score":0.18668590784072875}],"sentiment":"neutral","sentiment_score":0.14730640907179227,"channel":0,"num_words":11,"start":2.0,"end":5.7},{"sentences":[{"text":"Oh, I'm good.","start":5.52,"end":6.16,"sentiment":"positive","sentiment_score":0.43665359417597455},{"text":"How are you?","start":6.16,"end":6.98,"sentiment":"neutral","sentiment_score":0.32193421324094135}],"sentiment":"positive","sentiment_score":0.37929390370845795,"channel":1,"num_words":6,"start":5.52,"end":6.98},{"sentences":[{"text":"Yeah.","start":7.44,"end":7.8399997,"sentiment":"positive","sentiment_score":0.3552356958389282},{"text":"Good.","start":7.8399997,"end":8.34,"sentiment":"positive","sentiment_score":0.528266429901123},{"text":"I'm","start":8.48,"end":8.72,"sentiment":"positive","sentiment_score":0.46092507243156433}],"sentiment":"positive","sentiment_score":0.4481423993905385,"channel":0,"num_words":3,"start":7.44,"end":8.72},{"sentences":[{"text":"That's","start":8.72,"end":9.12,"sentiment":"positive","sentiment_score":0.7087053060531616}],"sentiment":"positive","sentiment_score":0.7087053060531616,"channel":1,"num_words":1,"start":8.72,"end":9.12},{"sentences":[{"text":"so glad","start":8.72,"end":9.44,"sentiment":"positive","sentiment_score":0.6119852215051651}],"sentiment":"positive","sentiment_score":0.6119852215051651,"channel":0,"num_words":2,"start":8.72,"end":9.44},{"sentences":[{"text":"good.","start":9.12,"end":9.62,"sentiment":"positive","sentiment_score":0.6468713283538818}],"sentiment":"positive","sentiment_score":0.6468713283538818,"channel":1,"num_words":1,"start":9.12,"end":9.62},{"sentences":[{"text":"surgery went well.","start":9.84,"end":11.139999,"sentiment":"positive","sentiment_score":0.4875693420569102}],"sentiment":"positive","sentiment_score":0.4875693420569102,"channel":0,"num_words":3,"start":9.84,"end":11.139999},{"sentences":[{"text":"Yeah.","start":11.759999,"end":12.08,"sentiment":"neutral","sentiment_score":0.17694486677646637},{"text":"No.","start":12.08,"end":12.32,"sentiment":"neutral","sentiment_score":0.07777522504329681},{"text":"All good.","start":12.32,"end":12.88,"sentiment":"neutral","sentiment_score":0.2739723473787308},{"text":"All good.","start":12.88,"end":13.44,"sentiment":"neutral","sentiment_score":0.28881338238716125},{"text":"Just, yeah, chilling out.","start":13.44,"end":14.010715,"sentiment":"neutral","sentiment_score":0.17255518399178982}],"sentiment":"neutral","sentiment_score":0.20705122873187065,"channel":1,"num_words":10,"start":11.759999,"end":14.010715},{"sentences":[{"text":"I'm not doing too much.","start":14.010715,"end":14.785001,"sentiment":"neutral","sentiment_score":-0.0916610337793827}],"sentiment":"neutral","sentiment_score":-0.0916610337793827,"channel":1,"num_words":5,"start":14.010715,"end":14.785001},{"sentences":[{"text":"That's so good.","start":17.295,"end":18.515,"sentiment":"positive","sentiment_score":0.41899800300598145},{"text":"I have been trying to have a phone call with Victoria for weeks now, and","start":19.535,"end":24.814999,"sentiment":"neutral","sentiment_score":-0.04704337641596794}],"sentiment":"neutral","sentiment_score":0.030630186821023624,"channel":0,"num_words":18,"start":17.295,"end":24.814999},{"sentences":[{"text":"Yep.","start":24.605,"end":25.105,"sentiment":"neutral","sentiment_score":-0.1301957368850708}],"sentiment":"neutral","sentiment_score":-0.1301957368850708,"channel":1,"num_words":1,"start":24.605,"end":25.105},{"sentences":[{"text":"she is painfully dodging my email my phone calls, I think.","start":24.814999,"end":28.86,"sentiment":"negative","sentiment_score":-0.42370983958244324}],"sentiment":"negative","sentiment_score":-0.42370983958244324,"channel":0,"num_words":11,"start":24.814999,"end":28.86},{"sentences":[{"text":"Okay.","start":29.11,"end":29.61,"sentiment":"neutral","sentiment_score":-0.10759411007165907}],"sentiment":"neutral","sentiment_score":-0.10759411007165907,"channel":1,"num_words":1,"start":29.11,"end":29.61},{"sentences":[{"text":"But she is an email person, which is both painful and good, I guess.","start":29.4,"end":34.14,"sentiment":"neutral","sentiment_score":-0.2634288987943104},{"text":"I haven't had confirmation yet on when the next requirement for any, like, any of the ongoing forms would be.","start":35.8,"end":43.705,"sentiment":"neutral","sentiment_score":-0.13744499422609807},{"text":"But, generally,","start":43.705,"end":44.265,"sentiment":"neutral","sentiment_score":-0.03997354581952095}],"sentiment":"neutral","sentiment_score":-0.18102365442448193,"channel":0,"num_words":36,"start":29.4,"end":44.265},{"sentences":[{"text":"Yep.","start":44.185,"end":44.685,"sentiment":"neutral","sentiment_score":-0.017319191247224808}],"sentiment":"neutral","sentiment_score":-0.017319191247224808,"channel":1,"num_words":1,"start":44.185,"end":44.685},{"sentences":[{"text":"it's gonna be somewhere between three and six months.","start":44.265,"end":46.265,"sentiment":"neutral","sentiment_score":-0.04932646370596356},{"text":"I'm hoping for six,","start":46.265,"end":47.565002,"sentiment":"neutral","sentiment_score":-0.012920784298330545}],"sentiment":"neutral","sentiment_score":-0.03812471619592263,"channel":0,"num_words":13,"start":44.265,"end":47.565002},{"sentences":[{"text":"Yep.","start":47.705,"end":48.025,"sentiment":"neutral","sentiment_score":-0.02261295914649963},{"text":"Okay.","start":48.025,"end":48.525,"sentiment":"neutral","sentiment_score":-0.0010213898494839668}],"sentiment":"neutral","sentiment_score":-0.011817174497991799,"channel":1,"num_words":2,"start":47.705,"end":48.525},{"sentences":[{"text":"but let's just bank on three just in case.","start":48.665,"end":50.925003,"sentiment":"neutral","sentiment_score":-0.0018029043632042077}],"sentiment":"neutral","sentiment_score":-0.0018029043632042077,"channel":0,"num_words":9,"start":48.665,"end":50.925003},{"sentences":[{"text":"Okay.","start":51.145,"end":51.465,"sentiment":"neutral","sentiment_score":0.02647201344370842},{"text":"Yep.","start":51.465,"end":51.965,"sentiment":"neutral","sentiment_score":0.029325522482395172}],"sentiment":"neutral","sentiment_score":0.027898767963051796,"channel":1,"num_words":2,"start":51.145,"end":51.965},{"sentences":[{"text":"Outside of that, she did email and confirm, and then I went back through and I dug through the PDF or product quote statement in regards to the payment.","start":52.600002,"end":63.02,"sentiment":"neutral","sentiment_score":0.011537837603225791}],"sentiment":"neutral","sentiment_score":0.011537837603225791,"channel":0,"num_words":29,"start":52.600002,"end":63.02},{"sentences":[{"text":"Yeah.","start":63.95,"end":64.45,"sentiment":"neutral","sentiment_score":-0.0155338104814291},{"text":"So I'm just confused because","start":64.67,"end":66.53,"sentiment":"neutral","sentiment_score":-0.08985967636108398}],"sentiment":"neutral","sentiment_score":-0.07747203204780817,"channel":1,"num_words":6,"start":63.95,"end":66.53},{"sentences":[{"text":"Oh, no.","start":66.494995,"end":67.134995,"sentiment":"neutral","sentiment_score":-0.11262809857726098},{"text":"I don't","start":67.134995,"end":67.695,"sentiment":"neutral","sentiment_score":-0.12683943659067154}],"sentiment":"neutral","sentiment_score":-0.11973376758396626,"channel":0,"num_words":4,"start":66.494995,"end":67.695},{"sentences":[{"text":"yeah.","start":67.55,"end":68.05,"sentiment":"neutral","sentiment_score":-0.12054388225078584}],"sentiment":"neutral","sentiment_score":-0.12054388225078584,"channel":1,"num_words":1,"start":67.55,"end":68.05},{"sentences":[{"text":"get me wrong.","start":67.695,"end":68.174995,"sentiment":"neutral","sentiment_score":-0.07401916881402333},{"text":"I was true to begin with because any income protection claims generally offset by income received.","start":68.174995,"end":72.674995,"sentiment":"neutral","sentiment_score":-0.031849246472120285},{"text":"But under your policy, because it's sixteen years old, it's different, which is great.","start":73.215,"end":81.76,"sentiment":"neutral","sentiment_score":0.0449238414876163}],"sentiment":"neutral","sentiment_score":-0.0031124748233141313,"channel":0,"num_words":33,"start":67.695,"end":81.76},{"sentences":[{"text":"Yep.","start":82.3,"end":82.8,"sentiment":"neutral","sentiment_score":0.0677887424826622}],"sentiment":"neutral","sentiment_score":0.0677887424826622,"channel":1,"num_words":1,"start":82.3,"end":82.8},{"sentences":[{"text":"And, basically, any it's not offset by your income.","start":82.86,"end":87.6,"sentiment":"neutral","sentiment_score":0.027947049794925585},{"text":"So that lump sum that you got at the beginning is like a trauma benefit, so it's payable","start":87.82,"end":91.840004,"sentiment":"neutral","sentiment_score":0.0440481531744202}],"sentiment":"neutral","sentiment_score":0.03868111871458866,"channel":0,"num_words":27,"start":82.86,"end":91.840004},{"sentences":[{"text":"Yep.","start":91.58,"end":92.08,"sentiment":"neutral","sentiment_score":0.05720820277929306}],"sentiment":"neutral","sentiment_score":0.05720820277929306,"channel":1,"num_words":1,"start":91.58,"end":92.08},{"sentences":[{"text":"irrespective of the waiting period, which obviously sees you at your waiting period.","start":91.9,"end":95.365,"sentiment":"neutral","sentiment_score":0.009553399939949695},{"text":"That's where we got that 63 ish thousand dollars.","start":95.365,"end":98.345,"sentiment":"neutral","sentiment_score":0.025199706355730694}],"sentiment":"neutral","sentiment_score":0.015954161655496468,"channel":0,"num_words":22,"start":91.9,"end":98.345},{"sentences":[{"text":"Yep.","start":98.505005,"end":99.005005,"sentiment":"neutral","sentiment_score":0.0843510776758194}],"sentiment":"neutral","sentiment_score":0.0843510776758194,"channel":1,"num_words":1,"start":98.505005,"end":99.005005},{"sentences":[{"text":"And then they've paid, like, that first initial bit, and that's irrespective of you receiving an income.","start":100.325005,"end":108.7,"sentiment":"neutral","sentiment_score":0.07275192877825569},{"text":"So you can spend that money, my love.","start":108.7,"end":110.48,"sentiment":"neutral","sentiment_score":0.19458329863846302},{"text":"That's, again, what it comes down 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alright.","start":113.58,"end":114.3,"sentiment":"neutral","sentiment_score":-0.025411056354641914},{"text":"But what I'm what I was questioning is, like, I I wasn't sure whether it was, like, a top up of income because, obviously, my tax return would say significantly more than what the cover is for, which is fine.","start":114.3,"end":127.515,"sentiment":"neutral","sentiment_score":-0.09413141012191772},{"text":"So I thought it","start":127.815,"end":128.375,"sentiment":"neutral","sentiment_score":-0.01593896746635437}],"sentiment":"neutral","sentiment_score":-0.08412009073381728,"channel":1,"num_words":47,"start":113.420006,"end":128.375},{"sentences":[{"text":"Yes.","start":128.315,"end":128.815,"sentiment":"neutral","sentiment_score":0.05704522132873535}],"sentiment":"neutral","sentiment_score":0.05704522132873535,"channel":0,"num_words":1,"start":128.315,"end":128.815},{"sentences":[{"text":"might have been a top up of income, but the dates on the last payment, like, that 28,000 and don't get me wrong.","start":128.375,"end":135.655,"sentiment":"neutral","sentiment_score":0.013935926329830418},{"text":"Like, I'm super blessed that we're getting the money and we've got it.","start":135.655,"end":139.48,"sentiment":"positive","sentiment_score":0.6840220254201156}],"sentiment":"neutral","sentiment_score":0.2559114621124334,"channel":1,"num_words":36,"start":128.375,"end":139.48},{"sentences":[{"text":"Yes.","start":139.37,"end":139.87,"sentiment":"neutral","sentiment_score":0.06629453599452972}],"sentiment":"neutral","sentiment_score":0.06629453599452972,"channel":0,"num_words":1,"start":139.37,"end":139.87},{"sentences":[{"text":"But the payment said it was from March to June, but then I'm like, I haven't been working since the January 20.","start":139.48,"end":149.34,"sentiment":"neutral","sentiment_score":-0.10618181340396404},{"text":"So is there anything that should have been paid from January to 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is form of the patient.","start":157.72,"end":159.42,"sentiment":"neutral","sentiment_score":0.005615030415356159},{"text":"The form of the first two months, which also serves out the waiting period as well.","start":159.88,"end":165.34,"sentiment":"neutral","sentiment_score":0.0086921596666798},{"text":"So where you normally wouldn't have received any benefit during a waiting period, that trauma benefit pays out your wait","start":166.44,"end":175.685,"sentiment":"neutral","sentiment_score":-0.04492692528292537}],"sentiment":"neutral","sentiment_score":-0.017280327821416513,"channel":0,"num_words":42,"start":157.72,"end":175.685},{"sentences":[{"text":"Yeah.","start":175.66,"end":176.16,"sentiment":"neutral","sentiment_score":-0.007121884264051914}],"sentiment":"neutral","sentiment_score":-0.007121884264051914,"channel":1,"num_words":1,"start":175.66,"end":176.16},{"sentences":[{"text":"period 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speaker discusses a policy with a client that is sixteen years old and covers a waiting period of six months. They are confused about the lump sum payment and whether or not the policy is a top-up of income. The policy is over their usual income and the loss of their life insurance is a concern. The agent explains the policy details and explains the process of updating their income and adjusting their premiums. The policy is an old and requires underwriting, and the customer is waiting for the representative to provide information on their medical appointments and upcoming doctor appointments."},"intents":{"segments":[{"text":"I haven't had confirmation yet on when the next requirement for any, like, any of the ongoing forms would be. But, generally, Yep.","start_word":88,"end_word":110,"intents":[{"intent":"Confirm receipt of form","confidence_score":0.008329558}]},{"text":"I'll I'll double check the date to make sure that I'm right. But, basically, you've because of the lump sum, you've been paid for every month. Yeah.","start_word":469,"end_word":495,"intents":[{"intent":"Confirm monthly payment","confidence_score":0.0009853529}]},{"text":"oh, I'm that's I'm glad. so sad. Yeah. Because I wasn't sure whether that yeah. Okay. Because that that would make sense because October, November, December, January, February, five months at $9,000 a month plus a little bit extra into March. Yeah.","start_word":621,"end_word":662,"intents":[{"intent":"Clarify communication","confidence_score":0.05263411}]},{"text":"I sent through an email Caden did. Sent through an email to Victoria to ask them, hey. What is there a like, is there not a premium freeze under this policy for ongoing income protection? Massive big question mark.","start_word":1068,"end_word":1106,"intents":[{"intent":"Resolve email issues","confidence_score":0.0001446911}]},{"text":"We're not charging the premium ongoing, and then they did, which is where my confusion was. And then I was like, are you sure that they did definitely do the premium?","start_word":1238,"end_word":1268,"intents":[{"intent":"Request clarification","confidence_score":0.008374512}]}]},"sentiments":{"segments":[{"text":"Speaking. Hi, Janine Rivers of Ortho Finance. How are you doing, though?","start_word":0,"end_word":11,"sentiment":"neutral","sentiment_score":0.13059931993484497},{"text":"Oh, I'm good.","start_word":12,"end_word":14,"sentiment":"positive","sentiment_score":0.4387863874435425},{"text":"How are you?","start_word":15,"end_word":17,"sentiment":"neutral","sentiment_score":0.3157457709312439},{"text":"Yeah. Good. I'm so That's glad good. surgery went well.","start_word":18,"end_word":27,"sentiment":"positive","sentiment_score":0.5373928546905518},{"text":"Yeah. No. All good. All good. Just, yeah, chilling out. I'm not doing too much.","start_word":28,"end_word":42,"sentiment":"neutral","sentiment_score":0.11044680327177048},{"text":"That's so good.","start_word":43,"end_word":45,"sentiment":"positive","sentiment_score":0.4055933356285095},{"text":"I have been trying to have a phone call with Victoria for weeks now, and Yep.","start_word":46,"end_word":61,"sentiment":"neutral","sentiment_score":-0.059697724878787994},{"text":"she is painfully dodging my email my phone calls, I think.","start_word":62,"end_word":72,"sentiment":"negative","sentiment_score":-0.41716790199279785},{"text":"Okay. But she is an email person, which is both painful and good, I guess. I haven't had confirmation yet on when the next requirement for any, like, any of the ongoing forms would be. But, generally, Yep. it's gonna be somewhere between three and six months. I'm hoping for six, Yep. Okay. but let's just bank on three just in case. Okay. Yep. Outside of that, she did email and confirm, and then I went back through and I dug through the PDF or product quote statement in regards to the payment. Yeah. So I'm just confused because Oh, no. I don't yeah. get me wrong. I was true to begin with because any income protection claims generally offset by income received. But under your policy, because it's sixteen years old, it's different, which is great. Yep. And, basically, any it's not offset by your income. So that lump sum that you got at the beginning is like a trauma benefit, so it's payable Yep. irrespective of the waiting period, which obviously sees you at your waiting period. That's where we got that 63 ish thousand dollars. Yep. And then they've paid, like, that first initial bit, and that's irrespective of you receiving an income. So you can spend that money, my love. That's, again, what it comes down to. It's Yeah. Yeah. so No. That's alright. But what I'm what I was questioning is, like, I I wasn't sure whether it was, like, a top up of income because, obviously, my tax return would say significantly more than what the cover is for, which is fine. So I thought it Yes. might have been a top up of income, but the dates on the last payment, like, that 28,000 and don't get me wrong.","start_word":73,"end_word":368,"sentiment":"neutral","sentiment_score":-0.01925021218689712},{"text":"Like, I'm super blessed that we're getting the money and we've got it.","start_word":369,"end_word":381,"sentiment":"positive","sentiment_score":0.674974262714386},{"text":"Yes. But the payment said it was from March to June, but then I'm like, I haven't been working since the January 20. So is there anything that should have been paid from January to March That's under where the the policy? that is form of the patient. The form of the first two months, which also serves out the waiting period as well. So where you normally wouldn't have received any benefit during a waiting period, that trauma benefit pays out your wait Yeah. period portion. I'll I'll double check the date to make sure that I'm right. But, basically, you've because of the lump sum, you've been paid for every month. Yeah. Okay. Yeah. No. That's alright. I was just like, mhmm. Yeah. Because I'm like I'm I'm so confused. Anyway, it's I'm sure I'm sure they've worked it out correctly, and there's some hidden dates sitting somewhere and all of that stuff. But yeah. Yeah. I just wanted to check. Yeah. No. Absolutely. No. I've I had a look over the week. I'd have to have another look back at my notes that are now buried because I've been doing a few things on your file to be able to reconfirm the date. But but yeah. But but, basically, because of that lump sum, you've been paid for every month. Yeah. So Okay. if Yeah. you No. That's fine. Yeah. Like, you know yeah.","start_word":382,"end_word":618,"sentiment":"neutral","sentiment_score":-0.04768586903810501},{"text":"That's good. oh, I'm that's I'm glad.","start_word":619,"end_word":625,"sentiment":"positive","sentiment_score":0.5525071024894714},{"text":"so sad. Yeah. Because I wasn't sure whether that yeah. Okay. Because that that would make sense because October, November, December, January, February, five months at $9,000 a month plus a little bit extra into March. Yeah. So that'll be right. Six months at $9,400 a month. Yeah. That'd be right. Sometimes Yep. sometimes you just have to slow down and do something. Well, you know, you probably have to, like, connect the dates because so much was happening. So much And, yeah, has it's happened. just odd that they dropped all of the money in one hit and went, oh, here you go. Here's six months of your life. Like Yeah. I know. yeah. But And you're didn't up really explain why. your income came back when they finished the assessment at, like, 31,000 and change per month as Yep. income when they broke it all down. So, obviously, it's well and truly above, which is what I was pushing for. I was like, guys, like, honestly, you can see that it's above, Yeah. but it's because the policy is so it's not really that old, but it is old, and they've gone through so many different changes. Yep. It takes them a little bit longer to old policy gets for them to Yep. assess things. Yep. So it had to go to, like they they have, like, CMOs and CFOs, so underwriting. Yep. So CMO is is a chief medical officer, which is the one who basically specializes in the medical field. And then there's, like, the CFO in underwriting, which is, like, a financial officer that that deals with the financial. And, basically, they get all the like, your case manager, Victoria, gets all the documents, breaks it all down, it goes through to the CFO, and they start making sure that basically under the policy, the income matches up with what they're allowed to pay and that it's not anything Yes. else. Yep.","start_word":626,"end_word":952,"sentiment":"neutral","sentiment_score":-0.03395722116078805},{"text":"They're a pain.","start_word":953,"end_word":955,"sentiment":"negative","sentiment_score":-0.5630772113800049},{"text":"And because you Yep. have all of the wonderful income losses, it's a Well, little bit different. you Yes. know, if we just like to keep them on their toes. But yeah. No. That'll make sense. Actually, I just pulled up both, what do you call them, statements of The benefit. payment I suppose confirmation. the emails. Yeah. And they've Yeah. gone, yeah, from September through to the March 18. The next one was March 19 through the June 18. Yep. Interestingly, on the second one, there was no amount as a refund of premium. So so Yes. And but I've there was sent on an the email. first one. Yeah. Yeah. I sent through an email Caden did. Sent through an email to Victoria to ask them, hey. What is there a like, is there not a premium freeze under this policy for ongoing income protection? Massive big question mark. He said that through, like, the day you sent the email at the beginning of the week. Yeah.","start_word":956,"end_word":1124,"sentiment":"neutral","sentiment_score":-0.07368134707212448},{"text":"Still waiting to get back to Victor. Like, it seems like there's a week delay between emailing her, which is the biggest pain.","start_word":1125,"end_word":1147,"sentiment":"negative","sentiment_score":-0.5037797093391418},{"text":"Because I just wanna Yep. hit all the questions, and then sometimes Yep.","start_word":1148,"end_word":1160,"sentiment":"neutral","sentiment_score":-0.25860318541526794},{"text":"she comes back to me without answering all the questions that I've sent out to her in an email.","start_word":1161,"end_word":1179,"sentiment":"negative","sentiment_score":-0.388141006231308},{"text":"And Yeah. And, look, the only question for that one is the fact that it was paid. So it was refunded on the first one in the email. yeah. It actually stated that they refunded the premium. And then in the second one, there is no statement that they've refunded the premium. It's just the benefit. Yeah. Hey. We're not charging the premium ongoing, and then they did, which is where my confusion was. And then I was like, are you sure that they did definitely do the premium? It's not just one of the other policies, and then Kate had a look. And he's like, no. It's definitely the whole of the premium for both the income protection and I was like, okay. Obviously, Yeah. you've got the kids as well, but you have to keep paying the kids. Yeah. They're a Yep. little portion of the policy. Well, one kid. That's Oh, it. yes. Yeah. Kid. The other one, he got kicked he got kicked off last year. He aced down. So yeah. So we were we questioned it as well. So I'm waiting to hear back on both of the outstanding request. One is, hey. When's the next medical due? So that way I can give you the heads up. So that way you can plan any of your ongoing doctor's appointments around when it's gonna be Yeah. Cool. due rather than having to do ad hoc, hey, doc. I need to see you. Yeah. I'd rather make sure that we Yeah. can kind of reschedule them a little bit, not to, you know, screw your timing over type of thing. Yeah. And then, freedom freeze as well. So just the two Yep. things I'm waiting to hear back from Victoria from. I would like to say that I'll hear back from her sometime soon, but piece of string is really my go to Yep. statement this week. No.","start_word":1180,"end_word":1501,"sentiment":"neutral","sentiment_score":-0.03870594650449127},{"text":"That's cool. That's cool. All the dates went up, and I'm sure they'll get back to it whenever they can.","start_word":1502,"end_word":1521,"sentiment":"positive","sentiment_score":0.3845065236091614},{"text":"So it'll Yeah.","start_word":1522,"end_word":1524,"sentiment":"neutral","sentiment_score":0.26742446422576904},{"text":"be fine. The good thing is is you you'll you'll get your next payment soon ish.","start_word":1525,"end_word":1540,"sentiment":"positive","sentiment_score":0.5356848835945129},{"text":"So Yeah. So what next would the month, we'll come in and we'll just yeah. kinda start going from there. Yep.","start_word":1541,"end_word":1561,"sentiment":"neutral","sentiment_score":0.07594353528249831},{"text":"Cool. Sounds good. Perfect. Perfect. Perfect.","start_word":1562,"end_word":1567,"sentiment":"positive","sentiment_score":0.7500758767127991},{"text":"Okay. You That's still probably there? it. Yeah. I'm here. Are you there? Janine? Hello? I'm Hello? here. Hello? Hello? Hello? Hello?","start_word":1568,"end_word":1589,"sentiment":"neutral","sentiment_score":0.044778015464544296}],"average":{"sentiment":"neutral","sentiment_score":-0.012688097206344309}}}}